Incident Management Reporting. Service Provider’s responsibilities include:
1. Provide reports on compliance with Service Provider ability to record detail audit trail information, as requested by DIR and DIR Customers.
2. Provide monthly report(s) in electronic copy to DIR and DIR Customers, in the DIR approved format, which at a minimum includes:
2.1. Key issues relating to Incident Management processes.
2.2. Number of Incidents during the month, grouped by severity, service, agency, region, classification or other criteria as appropriate.
2.3. List of Incidents, short description, reference number, and a shortcut to detailed description.
Incident Management Reporting. The Vendor responsibilities include the following:
Incident Management Reporting. Service Provider responsibilities include:
1. Provide reports on compliance with Service Provider ability to record detail audit trail information, as requested by the MSI or DIR.
2. Provide scheduled report(s) as identified in Exhibit 13 and defined in the Reports sections of the Service Management Manual, in electronic copy in a format agreed to with DIR.
Incident Management Reporting.
(a) The CIDS/ODS Contractor must identify clear guidelines for responding to any Incident arising from the performance of the CIDS/ODS Contractor's Activities and establish procedures to ensure that the Principal's Representative is promptly notified of any Incident in accordance with the SWTC.
(b) Should an Incident occur which:
(i) is reportable under any relevant Law, the CIDS/ODS Contractor must immediately report the Incident to the relevant Authority and the Principal's Representative in accordance with the SWTC; and
(ii) relates to rail safety, the CIDS/ODS Contractor must notify the Principal and any relevant Rail Transport Agency management centre or the nearest network control officer.
(c) In relation to any environmental or safety incident involving Contamination, Pollution or other waste that is caused by the performance of the CIDS/ODS Contractor's Activities, the CIDS/ODS Contractor must:
(i) at its own cost promptly take all appropriate action to manage and dispose of all Contamination, Pollution or other waste arising from the Incident;
(ii) comply with all relevant Laws including any requirements to give notice to a relevant Authority; and
(iii) at its own cost manage the Incident in a manner which minimises damage to the reputation of the Principal including complying with any reasonable request of the Principal's Representative.
(d) If the CIDS/ODS Contractor causes or contributes to the occurrence of an Incident and fails to ensure that the Principal is promptly notified, the Principal, may without prejudice to any other right it has under this Contract, immediately terminate the Contract by written notice to the CIDS/ODS Contractor.
(e) Without prejudice to the Principal's other rights under this Contract, if the Principal forms the reasonable view, upon the occurrence (or imminent risk of the occurrence) of an Incident, that the CIDS/ODS Contractor is not taking adequate measures to manage the Incident or control or eliminate the adverse impact or the risk of such an Incident arising in the future, the Principal may (but has no obligation) to take such actions as it deems necessary to overcome and alleviate the cause and consequences of any Incident. If the Principal takes any such action it will be entitled to recover its reasonable costs and expenses from the CIDS/ODS Contractor as a debt due from the CIDS/ODS Contractor to the Principal.
(f) Without prejudice to the Principal's other rights under this Contract, the Principal's Re...
Incident Management Reporting. Contractor shall provide monthly reporting on the effectiveness of Incident Management processes and trending of the practice; such reporting at a minimum shall include: Incidents Sources (by category, priority, service and Service Level). Frequency regarding the types or categories of Incidents. Durations of open Incidents (average and quantities by age). Incidents resolved upon first contact. Trending of mean time to restore service (by category, priority, service, Service Level). Incidents not handed within Service Level targets (by category, priority, service and Service Level). Incidents reopened (by category, priority, service and Service Level). Incidents reoccurring (by category, priority, service and Service Level). Incidents that have resulted in the creation of a Problem. Incidents that were resolved by use of an Incident Model. Association of Incidents by cause and resolution by Service Provider. Number and percentage of Incidents escalated by organization, category, priority, and Service. Customer escalation reports. The Contractor shall provide monthly reports to Customers on all Incidents that pertain to that Customer, as documented in the SMM.
Incident Management Reporting. The Contractor shall provide reporting on the effectiveness of Incident Management processes and trending of the practice; such reporting at a minimum shall include: Incidents Sources (by category, priority, service, and Service Level) Frequency regarding the types or categories of Incidents Durations of open Incidents (average and quantities by age) Incidents resolved upon first contact Trending of mean time to restore service (by category, priority, service, Service Level) Incidents not handed within Service Level targets (by category, priority, service, and Service Level) Incidents reopened (by category, priority, service, and Service Level) Incidents reoccurring (by category, priority, service, and Service Level) Incidents that have resulted in the creation of a Problem Incidents that were resolved by use of an Incident Model Association of Incidents by cause and resolution by Service Provider Number and percentage of Incidents escalated by organization, category, priority, and Service Customer escalation points
